The SAM has overall management responsibility for the operational services provided to a customer by our clientf. He/she will manage, review, monitor, coordinate and report on all our client's factivities.


The SAM's responsibilities are to:

  • Be the main point of customer contact. To represent and champion the customer within Our client's managed Services. To protect our client's frevenue.
  • Provide professional and timely Monthly Service Reports, where required and as agreed, on all aspects of operational service including measurements against customer defined SLAs.
  • Proactively work with the customer to improve services and those Our clinets' Services procedures governing provision of these services.
  • Arrange and attend regular Customer Service review meetings. To provide an agenda before the meeting and to provide minutes from all meetings in accordance with the standard our client's format. To distribute these minutes to all relevant parties.
  • Coordinate our client's departments to achieve fault resolution within SLA definitions.
  • Coordinate all our client's planned and unplanned maintenance work on behalf of the customer to minimize disruption to the service provided to the customer.
  • Manage Change Control requirements in an operational environment in accordance with our client's Change Control procedures.

This involves:
Managing Customer information during Change (as a Single Point of Contact) and ensuring adequate back out plans are in place.
- Ensuring back-out plans are implemented, if necessary.
- Ensuring that all Customer specific documentation is updated subsequent to a Change taking place.
- Ensuring that all financial implications of a Change are documented and implemented with the our client's Billing department.

  • Provide Service Improvement Plans (SIP) when required by the Customer.
  • Continue to contribute to Service Management documentation and procedures to guarantee that our client offers the best service to its Customers.
  • Fully understand the nature of the customers business and the applications they operate over the our client's network. This, working in partnership with the customer, will increase the optimization of the service provided (in terms of resource and architecture deployed) to the customer and will ensure constant review of the appropriateness of the services provided.
  • It will assist in protection of revenue and potentially lead to revenue growth, although SAMs will not have any focus on revenue growths as part of their function.
  • Manage the provision of an optimal service to the customer. The optimization of the customer network is based on:
    - Customer traffic forecasts and anticipation of Customer activity changes.
    - Quality of Service and Change Management analysis.
    - Full reviews of the nominal usage values at network accesses. This identifies abnormal usage; for example repetitive call set-up attempts or underused or overloaded accesses.

 To provide when necessary:

- A full analysis of all monthly statistics and recommend service improvements (upgrades, downgrades or changes) based on these statistics.

- Customer Service Improvement Plans (SIP) based on the monthly reports showing poor performance or in response to major faults or outages. The SIPs will be structured according to the Service Management formal process.

- Analysis and detection of chronic problems and implementation of a related corrective plan.

To maintain adequate knowledge of our client's products and services.

Qualification:

  • - Degree level or equivalent (Business or Science Degree) - strongly recommend IT, Engineer or Telecommunications
  • - Cisco or equivalent industry qualifications (minimum CCNA)/ CCNP advantageous

Experience:

  • - Customer Service, Network and Project Management Experience
  • - at least 2 -3 yrs of work experience in customer-facing organisations within the telecomms or IT industry
  • - virtual team management experience
  • - good level of practised technical knowledge
  • - Background of CISCO Family Systems

Skills:
- Language Skills: English (if not mother tongue, fluent written and verbal), local language
- Technical Skills: good knowledge of IP, data, voice and convergence services and technologies
- Soft Skills: good communication, negotiation, presentation, organization, time management skills
- Knowledge of the applicable technical protocols such as: TCP/IP, IPX, DecNet, Vines, TB, X.25, ATM, Frame Relay, SNA, OSPF, IGRP, EIGRP, BGP4, RIP, UNIX/HP Openview an Advantage.
- Project Management Skill or certification
- Excellent communication capabilities including interpersonal, oral, written, telephone, and presentation skills
- Positive attitude, be committed, resilience, and be achievement oriented

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Country: Singapore
Employment Type: Full time
Salary: Open